Required 3 Years Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor responses Required 3 Years Understanding IP connectivity, network equipment, and telecommunications services Required 3 Years Assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management. Required 3 Years Gathering tech detail from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis Required 3 Years Working in several software applications at once while tracking vendor tickets and participating in technical conference calls and incident bridges.